Do You Have A Customer-First Commerce Platform

About This Episode

Many business buyers have been there. They’re trying to make a quick, routine order to restock inventory, but the website keeps throwing them ads and offers for miscellaneous products they’ve never needed. With the product at the center of the commerce strategy, the customer never wins.

However, when a company bases every interaction off of a holistic view of the customer, customers feel more valued, increase their brand loyalty, and in turn, the business increases revenue.

So, how can companies determine if they actually have this customer-first platform or not?

Do you have a real-time understanding of how customers are interacting with your system?

Can you see how customers are acting across engagement channels, such as service, sales and commerce?

Are you able to respond to new customer cases by scaling and iterating based on customer feedback?

Are the new features you offer available quickly for the customer?

Asking these 4 questions can help B2B organizations assess how customer-centric their platform actually is. B2B commerce expert, Ray Grady, can explain what to do if the answer to these questions is “no.”